Call Center Representative Job at Fair Haven Community Health Care in New Haven

Overview

Fair Haven Community Health Care (FHCHC) is a forward-thinking community health center providing care for multiple generations at over 143,000 office visits in 21 locations. Overseen by a Board of Directors, the majority of whom are patients themselves, FHCHC offers a wide range of primary and specialty care services, as well as evidence-based patient programs to educate patients in healthy lifestyle choices. The mission of FHCHC is: To improve the health and social well-being of the communities we serve through equitable, high quality, patient-centered care that is culturally responsive. For 53 years, FHCHC has been a health care leader focused on providing excellent, affordable primary care to all patients, regardless of insurance status or ability to pay.

The Call Center Representative works closely with patients and clinical professionals, delivering excellent customer service, accurate data entry, and professional management of a high volume of incoming calls in a call center environment. This role schedules patient appointments and performs tasks in medical records.

Responsibilities

• Schedule and triage calls using referral guidelines and scripts to assist patients who call into the call center
• Answer a multi-line telephone system, screen and direct calls to the appropriate person efficiently using paging as needed
• Accurately acquire, confirm, and input demographic and insurance information for all patients
• Perform other related duties as assigned

Qualifications

• High School diploma or GED required; an Associate’s degree is highly preferred
• Minimum of one to two years of relevant work experience in a high-volume medical call center is highly preferred
• Electronic appointment scheduling and data entry experience required
• Exceptional phone etiquette with strong communication, interpersonal and customer service skills
• Strong critical thinking and problem-solving skills; ability to work as part of a team to serve patients
• Bi-lingual in English and Spanish is required

Physical Requirements / Work Environment

• Variable 8-hour shifts between 7am–8pm, including weekends as needed
• Minimal physical effort; must be able to operate computer and telephone continuously
• District travel as necessary

American with Disabilities Act (ADA) / Accessibility

External and internal applicants, as well as position incumbents who become disabled, must be able to perform the essential job-specific functions (listed within each job responsibility) either unaided or with the assistance of a reasonable accommodation, as determined by the organization on a case-by-case basis.

Equal Opportunity Employer

Fair Haven Community Health Care is an Equal Opportunity Employer. FHCHC does not discriminate on the basis of race, religion, color, sex, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by applicable law. All employment is decided on the basis of qualifications, merit, and business need.

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